Delivery & returns

orders

We currently receive orders worldwide, however if your country is not shown on our list please contact us so we can add it.

Your clothing  is made to order here in the North of England by local artisans. We will always aim to dispatch your order in 2 to 3 weeks as our usual week involves working on around 100 items that are each cut, sewn, pressed and packed.  Meaning your item has had the 100% attention it deserves.

 

The downside (and the only downside!) to made to order is that sometimes if we are featured in a magazine or spotted on a celebrity or influential person. Then those 100 orders we are used to might turn into 500 in which case we can not achieve the 2 to 3 weeks.  In these cases it could be around 6 weeks, we will never rush orders as we pride ourselves on quality.

 

So we would always advise you plan ahead and if you require your order for a particular date that usually isn’t a problem at all.  Just drop us an email beforehand to make sure we can achieve your required date.

 

Remember made to order is for life not just for Summer!

Please note that every care has been taken to describe items and to ensure they are represented accurately in the website photographs and narrative prior to your order. In some cases slight variations to the colours may occur.

Order confirmation

Once your order is submitted and verified you will receive an automated email confirming your purchased items and personal order number. Please use this number in any future communications with ourselves.

Please check your spam and junk email folders if you do not receive our automated response. Should one not arrive please email us and we will happily resend the confirmation for your records.

Postage

United Kingdom

We use Royal Mail as our preferred delivery partner and offer all customers in the UK, free delivery when you spend over £150. All orders under £150 will be charged postage of £6 in line with Royal Mail first class tracked parcels including our gift wrapped service. If you require an urgent item sending please contact us at  to arrange an alternative delivery method. We are very happy to help

Europe

We operate a standard charge of £20.00, free when spending over £200.

Due to varying customs regulations, international deliveries can take upto 3 weeks from dispatch, dependent upon the destination.

Customers are responsible for any customs duty or taxes payable when arriving into their country. We will be unable to refund any orders when refusal of the payment is made and the items are returned to us. It is under the discretion of management to part refund the returned order with a gift voucher minus the delivery fees and any return fees. Please email us info@freya-lillie.com.

USA and the rest of the world

We accept orders worldwide for a delivery charge of £30, free for orders over £250.

USA customers we are currently dealing with your customs fees from the UK, it should not affect you.

Should your country of residence not be shown on our list, please email us and we will add it immediately.

Returns/Exchanges & Cancellations

Under the Consumers Contracts Regulations 2013, Freya Lillie Ltd is classed as an online retailer specialising in custom made clothing. This is clothing made to order for you under your chosen specifications (size, colour, style etc) As a result we are not required by Law to offer a refund. We also feel as a sustainable clothing brand this also reduces any waste or build up of unwanted stock as customers are more likely to purchase the correct sizes or preferred style/colour after some thought or questions given to us.

However we wish to give you security and confidence in your experience with us and sometimes appreciate that you may not be entirely satisfied with your purchase and we at Freya-Lillie strive towards 100% customer satisfaction.

If you have received your item and you are not entirely happy you can return your item for an exchange or a credit voucher to use online, we must receive your item within 14 days of receipt of your order.

If you email us at  with your name, order number and reason for return so we can log it on the system and wait for your item to be returned.

It is important that the items reach us with the labels attached and undamaged, unwashed and unworn for an exchange (and within the 14 days stated above). Any returns which are damaged, soiled or altered may not be accepted and may be sent back to the customer. Please include a note so we can identify your parcel and whether you require an exchange or credit note, failure to do so can result in a delay in processing your return.

Return to:
Freya Lillie ltd
Longridge
Hillcrest
Durham
DH1 1RB

It is the responsibility of the customer to ensure that we have received the returned item and we recommend that you use a signed for service.

Any unidentifiable parcels may also be returned to the customer.

If you need to cancel your order you have 14 days from the date your order was placed. Simply email us at  with your name and order number which will be found on your order confirmation. You will be refunded immediately.

Exceptions